Frequently Asked Questions
Find answers to your booking queries by clicking on the questions below.
Where can I find the Rental Terms and Conditions?
Car hire terms and conditions can differ from country to country, car rental agent to car rental agent and vehicle to vehicle, always consult the specific rental conditions relating to your rental quotation. On the quotation page of our booking process you can find the rental conditions by clicking the Rate Details link located to the right of the car type. You can also find them on the third and final step of the booking process under the Rental Conditions link at the bottom of the confirmation page. Finally, your rental Terms and Conditions can also be found on the confirmation voucher you need to bring to the rental desk.
Rental Terms and Conditions
How can I pay for my booking?
We accept Visa, Visa Delta, Visa Electron, Mastercard and Maestro/Laser for online payments. Please note at the time of pick up the local supplier will require a security deposit to be left for the vehicle. This takes the form of an amount (minimum: Excess + Fuel + VAT) being blocked on the primary drivers credit card. You must bring a credit card at the rental desk; Cash deposits, Maestro, Switch and debit cards such as Visa Electron are never accepted. The cards accepted by the suppliers are listed in the rental conditions under "rate details" on the results page.
Can I amend a confirmed booking?
Yes. Please have your booking ID ready. You will also be asked to provide a description and details of the changes you wish to make. Go to My Booking > Amend to amend your booking. Please note we cannot guarantee you will receive the same rate as your original booking. Rates change frequently and are set by the car rental agents.
How can I add additional or extra drivers to my booking?
Additional drivers can be added on arrival at the rental office; the additional driver fee is also payable at the counter. All additional drivers must be physically present at the rental counter at the time of rental with their own driver's licence to sign the rental agreement.
How do I amend or change a booking to change the pick-up or drop-off time?
Go to My Booking > Amend to change your pick-up or drop-off times and dates. Please note we cannot guarantee you will receive the same rate as your original booking. Rates change frequently and are set by the car rental agents.
Making Changes to Your Booking
Do I lose my deposit if I cancel my car?
This depends on how you book with us, please read our Cancellation Policy in full.
What is CarTrawler's Cancellation Policy?
Part-paid Rentals (when the booking deposit has been paid online and the balance is due on arrival at the rental desk): If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.00 and the card processing fee (where applicable), will be reimbursed.
If the booking is cancelled less than 48 hours before the pickup time, no funds will be reimbursed.
Prepaid Rentals (when the entire rental amount has been prepaid):
If the booking is cancelled within 7 days of the car rental booking date and at least 48 hours before pick up time, all funds will be reimbursed. If the booking is cancelled outside 7 days of the car rental booking date and at least 48 hours before the pickup time, all funds except a cancellation fee of EUR 25.00 and the card processing fee (where applicable), will be reimbursed.
If the booking is cancelled less than 48 hours before the pickup time, we will retain 3 days rental and the card processing fee (where applicable).
Post-paid Rentals (when the entire rental amount is due on arrival at the rental desk): There is no cancellation fee.
In the event that you cancel or amend a credit/debit card booking CarTrawler will not be liable for any monetary losses suffered by you as a result of a change in monetary exchange rates between the time of your original booking and its subsequent cancellation or amendment (as applicable).
Cancelling Your Booking
What is a voucher and why do I need one?
Your rental voucher is a document which will be emailed to you and must be printed and produced at the rental desk when you pick-up your vehicle. If you do not produce your voucher at the time of collection of the vehicle, the car rental supplier may apply a different rate than quoted or refuse to rent the vehicle. We cannot accept any appeal for a refund if you do not produce your voucher at the rental desk.
I can't find my voucher. Could you please send the voucher again?
Please go to My Booking to view and print an online version. Remember to take this to the rental counter with your driving licence and the credit card.
What happens if I do not take my voucher with me?
If you do not produce your voucher at the time of collection of the vehicle, the car rental supplier may apply a different rate than quoted or refuse to rent the vehicle. We cannot accept any appeal for a refund if you do not produce your voucher at the rental desk.
What documentation do I need to take with me to the rental desk?
You will typically need to bring
- Your confirmation voucher
- Your driver licence. UK licence holders MUST bring the photo card and the paper counterpart of their licence. Your driver licence must be written in Roman alphabet.
- A valid credit card in the driver's name, with sufficient provisions for your deposit.
- You may also be asked for additional identification papers such as a utility bill.
- If you plan on adding additional drivers to your contract, all drivers must be present at the counter and present their driver licence.
Please check your rental conditions for further details.
What are cross border or territorial restrictions?
Cross border or territorial restrictions mean that you may not be permitted to travel to another country from the country you rented the vehicle. Please read the Terms and Conditions of your rental to confirm which countries you will be allowed to travel to during your rental. For further information, we would advise you to ring your rental agent. Cross border travel typically entails additional fees. Please call your rental agent to confirm the exact fee.
One Way Rentals
What is a fuel policy?
Your fuel policy is set by the car rental agent. Fuel policies include "pick-up full, return full" or "pick-up full, return empty". The fuel policy applying to your rental will be specified in your rental's Terms and Conditions, which can be found throughout the booking process.
What are age restrictions?
Age restrictions are set by the car rental agent. Due to insurance restrictions, the car rental agent may have a minimum or maximum age of the driver they can rent to. You may find any age restriction applying to your rental in the Rental Terms and Conditions (or Rate Details). Some car rental agents also have a young or senior driver's fee for specific age groups.
I have booked a baby/booster for my child. Where can I see this confirmed in my booking?
We unfortunately cannot confirm or guarantee you will receive the baby seat or booster you booked, or any other optional extras or special equipment. If you requested any of these optional extras during the booking process, they will appear on your confirmation voucher once your booking has been confirmed. These extras are not included in the price quoted and they must be paid for on arrival. We would advise you to ring the car rental agent ahead of your arrival to confirm they will be able to provide you with the optional extras you requested.
I have booked additional drivers. Where can I see if this is confirmed in my booking?
Once the vehicle is confirmed please check your booking voucher. The voucher has a section which shows the addition extras you have booked for example baby seats, booster seats or additional drivers. These extras are not included in the price quoted and must be paid for on arrival.
What is Collision Damage Waiver (CDW)?
It is an insurance limiting your liability to the excess amount in case of damage. This insurance is included in most of our rates, however, please check it is so in your booking Terms & Conditions before you arrive at the rental desk. This insurance has exclusions such as damage to glass (e.g. windows, windscreen, etc.) tyres, undercarriage, roof and loss of keys; for instance if you damage the undercarriage of the vehicle, you will be liable for the full cost of repair.
We would advise you to select our Excess Insurance provided through our partner Mondial Insurance. This policy would allow you to claim the cost of your excess for €5.50 per day.
What is Vehicle Theft Waiver?
It is an insurance limiting your liability to the excess amount in case of theft of the vehicle. This insurance is included in most of our rates, however, please check it is so in your booking Terms & Conditions before you arrive at the rental desk.
SAFETY TIP: CarTrawler recommends that you remove the identifying tag that is usually on the key ring of the vehicle and store it safely elsewhere.
Please note if the vehicle is stolen and you cannot return the key i.e. you were negligent and left the key in a prominent and vulnerable location, you may be liable for the full cost of the vehicle.
Can you explain what the Liability Insurance is?
It is an insurance limiting your liability for any damage caused to other people and/or other people's property. It is usually limited to a maximum of €1,000,000. The insurance is limited and there may be excess which means that you may be liable for any amount over and above the value of the insurance.
TIP: Excess Insurance can be purchased at the time of booking in order to reduce the excess to €0 (Service provided in partnership with Mondial Assistance)
Is Break Down Assistance included?
Most of our rates include Breakdown assistance; we would advise you to read your booking Terms & Conditions to check it is included in your rate. All car rental agents have national assistance should the renter require it. Please ask at your local desk for the number and contact details at the time of rental.
How do I reduce the excess on the vehicle? Can I take out additional insurances to reduce it?
You can purchase additional insurances to reduce the excess on the vehicle. This can be done online at the time of booking (service provided in association with Mondial Assistance) or at the car rental agent's office on arrival. A pre-authorisation may be required, even if you have purchased additional insurances. This pre- authorisation is taken from your credit card. Please see your Rental terms & conditions for further details.
What is an international driver's licence and why do I need one?
The International Driving Licence (IDL) is recognised worldwide as a valuable document that identifies its holder as a licensed driver when your licence is not in the same language as the country in which you are driving. You must also produce a National Driver's Licence with this licence; otherwise it will not be accepted.
Do I need both parts of my British licence to rent a vehicle?
If you have the new photo ID licence you must take the paper counterpart as well. If you do not present both the card and the counterpart you will not get the vehicle. If your licence is not written in Roman characters (e.g. Russian, Chinese, etc.), you will need to obtain an international driver's permit before you travel from your country of residence.
What is included in my rental?
Most of our rates are fully inclusive, however some countries do not provide inclusive rates. All-inclusive offers do not apply to North American residents or domestic bookings made within North American Countries. Click 'rate details' on Step 2 of the booking process to see what your rate includes.
What taxes are included in my rental?
The prices quoted on the website are normally tax inclusive. However some optional extras that are listed on the voucher or in the rental conditions may not include tax (VAT). In this case it will be indicated. Please check the rental conditions online or on the rental voucher if you have already made your booking for what taxes are included.